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Policies & Codes
Grievance Redressal
We at Edelweiss Retail Finance Limited (“ERFL/Company”) are committed to serve to make our client’s experience a rewarding one at our Company. ERFL’s Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior.
We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaint/grievance, the borrowers / customers including the applicants with disability (ies) may contact through any of the following channels.
First Level: The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch. The concerned Branch Official shall guide the borrowers who wish to lodge a complaint. The borrower may also lodge complaints / grievances at the following email id : assistance@eclf.com
Second Level: The borrower / customer can also approach Grievance Redressal Officer at the following address :-
Mr. Ragvan TR
Edelweiss Retail Finance Limited
Ground Floor, Tower 3, Wing B, Kohinoor City Mall, Kohinoor City, Kirol Road, Kurla(W), Mumbai – 400070
Email id: grievances@eclf.com
Grievance Redressal Officer shall endeavor to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible.
Third Level: If the Complaint / Grievances is not resolved within a period of one month, the borrower / customer / applicant may appeal to :-
The Officer – in – Charge
Department of Non – Banking Supervision
Reserve Bank of India 3rd Floor, Near Maratha Mandir, Byculla, Mumbai Central, Mumbai – 400008;
Tel: +91 22-23084121 / 23028436
Fax: +91 22-23022011
Email id- dnbsmro@rbi.org.in
Grievance Redressal Mechanism – Investors
In case of any complaint/grievance, the investors may contact through the following channels:
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Level 1
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Level 2
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Level 3
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Level 4
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